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Take Call Recording to the Next Level with Audio Mining

“This call may be monitored for quality assurance purposes” Consumers have grown accustomed to hearing this phrase whenever they call a company’s customer service or sales department But what does it mean Ideally, it should mean something very different now than it did years ago, as call[...]

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Using Speech Analytics Outside of the Call Center

Speech analytics software is extremely valuable in a call center environment It allows businesses to mine hours of call content to gain customer intelligence and monitor agent performance in order to improve call center processes However, the benefits of speech analytics technology expand beyond[...]

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Use Speech Analytics to Improve Call Center Scripts

Speech analytics and audio mining technology provide many benefits in the call center It delivers important customer information in addition to monitoring agent performance One business objective that speech analytics provides insights for is ensuring script compliance Especially in highly[...]

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5 Common Questions About Cloud-Based Speech Analytics

There are many benefits to using speech analytics software in a call center Businesses know this, but may not understand the details, which is why they spend time researching all available options We’ve found that these are some of the most common questions businesses may have as they consider[...]

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4 Reasons to Start Using Audio Mining Software Today

Are you utilizing audio mining software in your contact center If not, what are you waiting for Audio mining software provides organizations with a wealth of data that can be used to make important business decisions to improve the bottom line Because the software searches call recordings in real[...]

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Using Speech Analytics for Inbound and Outbound Calls

Speech analytics is a valuable contact center tool that mines calls for keywords and phrases to uncover valuable and actionable business insights When utilizing a speech analytics solution, recorded calls should not be viewed as one large group They should be segmented properly, as inbound and[...]

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Virtual Summit on Customer Experience

Don't miss the 2015 Customer Experience Summit - An Online Event! Businesses need to care about their customers  They need to improve their customer experiences  They need to drive increased customer satisfaction But what does a customer experience look like for all parties, and what does a CX[...]

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Understanding Speech Analytics and CRM Integration

Upon implementing a speech analytics solution, many companies assume that it should tie into all of their other programs, including their CRM system Speech analytics technology is able to integrate with many CRM systems, however there are important differences between the two platforms and how they[...]

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